8. IMP (INSTANT MESSAGING AND PRESENCE SERVER) Introduction to CUCM IM / Jabber

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• Cisco Jabber provides flexible deployment methods allowing

customers to choose the best deployment architecture for their organisation. Cloud Deployment Client leverages the Cisco Webex cloud service

On Prem Deployment Client leverages the Cisco presence server

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• Jabber for Windows is a rich

communication and collaboration client. Highly productive toolset. Multi-Modality Communications functions. Architected from proven technology. Extends your existing Cisco Communications capabilities. User Interface and experience crafted to be highly intuitive. Range of extensibility points and application integrations. Standards based Interoperability.

© 2010 Cisco and/or its affiliates. All rights reserved.

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8.1 Pre-requisite DNS and introduction to CUCM IM PC has to be in the AD domain and is a DNS client. You need to be logged as a user domain as in Win10-1 virtual PC. Access from RDP to test name resolution

Introduction : CUCM IM & Presence (formerly known as CUP) With the Cisco Collaboration System Release 10.0 IM and presence functionality are started to be integrated into the CUCM cluster, providing a single instance of control for IM, presence, voice and video. The first steps have been taken to consolidate the server platforms - this will continue in future releases, as in this 11.0 version, and further reduce complexity resulting in better ROI and TCO. Certain changes in administrating the Cisco Collaboration platform have been made to accommodate the architectural changes. Cisco Unified Communications maintains a database synchronization between the CUCM publisher and the first CUCM IM & Presence node. This is similar to the relationship between CUCM and CUP in earlier versions. All nodes in the CUCM cluster utilize IPsec authenticated communication. Each new node has to be added to the CUCM publisher before it can be activated. With CUPM, many integration steps have been achieved. Database synchronization utilizes the CUCM AXL API for that reason the service needs to be activated and started on the CUCM publisher node and an AXL enabled application user must be provided.

We use the default administrator account which is cucmadmin. If we want to create a specific user, we need to associate to the access group Standard Tabsync User Service Discovery - DNS Configuration Cisco Jabber for Windows provides fully automatic service discovery. DNS SRV (Service Location) records are utilized to provide these capabilities. SRV allows an universal location of services, it can be seen as an evolutionary step form MX records which are used to locate SMTP (e-mail) hosts Copyright Cisco, Globalknowledge France, 2016

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for the domains. The client needs to know the well-known service name (in our case it is _cuplogin) and a protocol (in our case _tcp). The result of SRV DNS query is a host name (or list of those), with parameters of priority, weight and port number. Notice the underscore character is used to avoid collisions in host names as per RFC2872 (“_” is illegal character for A and PTR DNS records). In this lab we run DNS Server on the Active Directory Domain Controller. You are supposed to configure it on that machine Check DNS SRV As the lab consists only of a single server deployment we need only one SRV entry. In environments where multiple servers are deployed additional SRV records provide redundancy. To do that please go in RDP to the AD server where also DNS server is running, launch the DNS management console. Right click the ciscolocal.com domain and select Other New Records…, scroll down the list, select Service Location (SRV). In our case, the host offering this service is imp110.ciscofrance.com. Go to: mstsc /v 10.1.1.10 > Start > Administrative tools > DNS Then click on ciscolocal.com > _tcp Add other New Record

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How to verify DNS SRV configuration? NSLOOKUP can be used to verify that the SRV records are correctly configured. This is particular important in environments where DNS configuration is handled by different organizational entities. By default the NSLOOKUP tool queries either DNS A records - mapping a name to an IP address or PTR records mapping IP address to DNS names. First start nslookup on AD server (10.1.1.10) This will return the DNS A records pointing to CUCM IM & Presence

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8.2 Initial CUCM IM configuration Connect to:

http://10.1.1.5

Accept the security popups, if necessary. Click on the ink then enter cucmadmin / cucmpass1

In the right upper corner, in navigation panel, choose Cisco Unified IM and Presence Serviceability

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IMP > Tools > Control center – Feature Services > Server: IMP110 Check all services

Note : the 4 services that are not running are not important for our workshop to be functional

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8.3 IMP configuration done by PCP IMP > System > Presence Topology

Click on users

You can notice that all your CUCM users appears as IMP Users

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IMP > Presence > Gateway. Just have a look

IMP > Presence > Routing > Settings. Just have a look

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8.4 IMP post-configuration We like to use our Jabber in deskphone mode. For that reason we have to configure a CCMCIP service profile. This service is use to obtain the list of CTI devices (hardware phones) associated to jabber’s user. IMP > Application > CCMCIP Profile and click Add New

Enter all parameters above then Save. Click Add Users to Profile In the dialog box, select Jane White and John Doe Click on Add Selected

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8.5 CUCM configuration done by PCP CUCM > Device > Trunk > Find

We can notice that there is already a SIP trunk between CUCM and IMP. It was created by PCP This is the final device list: CUCM > Device > Phone > Find

All CSF devices appear with a registration None because both Jabber clients do not yet logon.

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8.6 CUCM post-configuration CUCM > User management > End user > jdoe In UC Service Profile of each user, change default for PCP_Service-Profile.

Go down the page Because we are using 8941 phones, we must add access group “CTI Allow Control of Phones supporting Connected Xfer and conf “groups if we want to “CTI control” these phones using Jabber

Do these 2 operations also for user jwhite. CUCM > User Management > User Settings > Service Profile > PCP_Service-profile Click on Credentials source for voicemail service and select the service below

This option avoid to enter IMAP credential to access voicemail. We use as IMAP parameters the jabber’s credential using to log in.

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8.7 Jabber installation Note: this part is optional because you can access via RDP on 10.1.1.111 (jdoe) or 10.1.1.112 (Jwhite) to Jabber. it’s already installed If you want to install Jabber on your PC, you have to run: CiscoJabberSetup.msi from the desktop folder: BE6000 - Tools for student v11 > IMP > CiscoJabberSetup.msi

Accept and install

Yes

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Finish Login as [email protected]. Do the same for Jane White and login as [email protected] . Click on Continue

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Click on advanced Settings

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Click on Accept

If we want to add company contact or click in “Search or call” we cannot find any contact.

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However, you can enter a phone number as 2002 and you should call.

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If we have a look on connection with all servers, click on show connection status

We can see that there is a problem to access LDAP server and so, we cannot search and add any user

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BE6000v11 - tools for student > IMP > jabber-config-generator. Open index.html

Click in the right panel on Policies, then look after Enable Uri Dialing Parameter which is False

Enable URI Dialing by selecting True. Then go down the page and change the parameters below

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Click on

to obtain the jabber configuration file

Select All then copy and paste in Notepad. Save this file as jabber-config.xml in your PC. Copyright Cisco, Globalknowledge France, 2016

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CUCM > Cisco Unified OS administration Credential: cucmadmin /cucmpass1

Software Upgrades > TFTP Management > Upload file Click on Browse than select your jabber-config.xml generated previously

Enter Jabber in find dialog box to check whether the file is present or not

Cisco Unified serviceability > Tools > Control Center – Feature Services > Server : CUCM110

Click on Cisco TFTP and restart this service Exit from Jabber properly from both PC

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Start the 2 Jabber again to obtain via TFTP the file jabber-config.xml. Have a look on Directory status

This time status should be successful. Note : if not successful, go into C:\Users\\AppData\Roaming\Cisco\Unified Communications\Jabber\CSF\Config\Cache\cachedTFTPConfigStore.xml Click on it, it will open with internet Explorer

Now, you can find John Doe, Jane white or Mark Perry and add them as contact. Note that you have to create a group before Copyright Cisco, Globalknowledge France, 2016

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Add the user who shows a status as a contact

You can also add Mark Perry. Note his status that showing unavailability You can right click on Jane to have informations:

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You can choose View Profile

Check : From John Doe, try to call Jane White using differents Work Phones : 2002. or chat using this menu. Enjoy yourself .

If it didn’t work, try to troubleshoot yourself or…read the page after 

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Solution You can see in each DN in jabber Device that we have partition « Directory URI » for a directory URI :

As each Jabber is configured with a CSS PCP_BASE_CSS, we have to add this partition in the CSS

For +14085552001, we cannot route this call. We have to create a translation pattern to change called number +14085552XXX into 2XXX. Go in : CUCM > Call Routing > Translation Pattern

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Test : Try to called now using Jabber. From jwhite for example, call +14085552001 and [email protected]. It should work in both case Using desktop phone Click on the icon at the bottom left of Cisco Jabber

Choose “Use my phone for calls”

Check : Try to call Jane White (2002). You will notice that call is coming from the IP phone, not from Jabber. It’s a CTI control from Jabber to the associated IP Phone

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VISUAL VOICE MAIL Check : Leave a message for white or Doe, then observe that Jabber displays a number of messages

Click on it

Listen to this voice mail. You should see that MWI will be off.

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PRIVACY (OPTIONAL LAB) On Jwhite’s Phone: Go to: Jabber > File > Options > Privacy

Click on Advanced

Click on “+” in the block list and add [email protected]. Click on Apply and check jdoe’s status on jwhite’s Jabber : From Available the status becomes unknown. Jane is unable to see the john’s status. Try also to chat or call from Jane to John. On Jwhite’s phone :

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Unknown

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ACTIVATE WEBEX SERVICE

Click on Next

You can put informations about your own webex account if you have one. For us : fr-eval.webex.com CUCM > User Management > User Settings > Service Profile > PCP_Service-Profile

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Go to: Jabber > File > Options , click on Set up account…then enter fr-eval.webex.com as WebEx site

Click on Edit

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 

Username : rabdoul Password : P@ris123

Click Apply, OK Check : on Jdoe’s CSF, right-click on jwhite’s contact and select “meeting now”

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You can choose to be called on your mobile phone or to use computer sound card. Use “Call using computer”. Answer Test to check your sound card, Yes and finally Ok.

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Answer OK on the above window. Remember that we use a VM which explains this issue! On Jwhite’s Jabber, you have received an invitation:

Click on Join Jane (Participant) will have a similar interface as John (Presenter) On WebEX meeting center, you have the list of participants (2) and you know who is the presenter: POD1 GK (John Doe)

You can do a lot of things : Audio and video conferencing, invite non Jabber user to participate, share your desktop (with or without remote control) or just an application, switch between presenter and participant, chat with participants, use a wallboard, transfer file... Try to use it and ask to your trainer what marvelous things you could realize with WebEX .

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8.8 IMP Troubleshooting Check: IMP > Diagnostics > System Troubleshooter

Check if some important services are down and try to fix them or to understand them with the instructor. No services has to be with Red Cross “Test Failed”.

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9. UNIFIED CONTACT CENTER EXPRESS (UCCX) Introduction to Customer Interaction

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Introduction to UCCX

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9.1 Post-Install configuration Objective : During installation, you have to do AXL integration with CUCM and determine an UCCX administrator. That’s why we have to configure this user uccxadmin in CUCM before beginning installation Go in : CUCM > User Management > End User. Add new then Save

1st time, connect to :

http://10.1.1.7

Click on Contact Center Express Administration

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It’s a well known problem on recent firefox release. Enter about:config then search security.ssl3.dhe_rsa_aes and change these 2 parameters from true to false by clicking on it

Login as: cucmadmin /cucmpass1

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Click on Next

Click on directly on Next to use a Premium Demo License Your license should be validated  but it could take around 5-10 minutes to proceeed

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Click on Next

Wait (some minutes) until all components are activated then click on Next

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Click on Next. Then leave parameters on this following screen

Go down the page to modify:

Take 10.1.1.1 from the right to the left and put User Prefix: jtapi / Password: cisco Go down on the page, in rmcm configuration

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Enter User Id: rmjtapi and Password : cisco Then Next

Modify Recording Count from 0 to 2. Next

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Note: As the message explains, after clicking on next, you can download cisco desktop configuration tool after the setup. It should be explained in Cisco Agent Desktop’s installation lab

It takes a long time, around 5 minutes. Next

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Use uccxadmin as Cisco Unified CCX Administrator Click on Finish to…finish . It takes a long time, no?

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As it is advised to you, close your browser and open a new session on 10.1.1.7

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Open Firefox on http://10.1.1.7

Click on Cisco Unified Contact Center Express Administration Click on Cisco Unified Contact Center Express and log in with: uccxadmin / C1sc0123

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9.2 Auto Attendant Application Objective: We want to use aa.aef script to test our IVR 9.2.1 Provisioning CTI ports on CUCM UCCX > Subsystems > Cisco Unified CM telephony > Call Control Group > Add New

Enter fields above then click Add Note: This operation creates 2 CTI ports on CUCM named CTI1901 and CTI1902 with respective DN: 1901 and 1902. You could check in CUCM > Device > Phone > Find

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9.2.2 Create AA Application Objective: We want to have script aa.aef to be associated with a telephony trigger DN=1900 and with the CTI port group #0 that was created previously UCCX >Application > Application Management > Add New

Next then enter fields below

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Add then click on Add a new trigger at the upper left corner

Next Then enter fields below AA

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Add to finish. Here is the final status for AA application :

CHECK: verify that all UCCX services are “IN SERVICE”, especially Cisco Unified CCX Engine http://10.1.1.7/uccxservice if asked, login as uccxadmin / cisco Go to: Tools > Control Center – Network Services

Check if Cisco Unified CCX Engine is in service

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CHECK: Use John’s phone or Jane’s phone to dial 1900. You hear the audio Prompt from Auto Attendant script “Welcome to the Automated Attendant…” 1. Choose 1 and enter 2002# : You are transferred to 2002 (Jane White) automatically 2. Choose 2 and enter 363# (3:Def…6:mnO…3:dEf), 6:; You will be transferred to 2001 (John DOE) 3. Choose 0 : You are transferred to operator (2003 ) automatically Note : If you choose option 2, you can transferred be to John Doe but without listening that John Doe will be the person who you will have the call. If you want to listen to that, you can associate a G711 file for John Doe (look in BE6000v11 – Tools for student > G711 Files) with user jdoe. Go to: UCCX > Tools > User Management > Spoken Name Upload

Note’: You can notice that the behavior of this application look like Call Handler opening greeting in Unity Connection. So the question is: which AA should I choose? If you want simplicity (no programming), choose AA from Unity connection. If you want to modify it by complex programming you can edit aa.aef with a software named UCCX editor. We have to install it in the next lab.

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9.2.3 Create UCCX Application Objective: We want to provision UCCX resources to have a call center with agents and supervisor. We need to use script icd.aef using at this effect Add Resource Group Go to: UCCX > Subsystems > RmCm > Resources group > Add New

Note: Resources Group is for UCCX what a line group is for CUCM

Add Resources (Agents) Our Call Center agents are: John Doe and Jane White. We need to define the UCCX Line for CUCM CUCM > User management > End user Go down the page to find the following fields. Add 2001 as an IPCC Extension.

Save Note: IPCC was the previous name for UCCX product Do the same operation for Jane White.

Save

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UCCX > Subsystems > RmCm > Resources

Click on John Doe and modify Resource Group with RG-BE6000

Update. Do the same for Agent Jane White. Here is what we wish

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Add Contact service queue UCCX >Subsystems > RmCm > Contact Service Queues > Add New Enter the fields below

Next. You can choose Distribution algorithm between agents as Longuest Available and the Resource Group. Choose RG-BE6000

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You must have your 2 agents who appear in “assigned resources” . Click on Add

Here is the final result:

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Create UCCX application UCCX > Application > Application Management > Add New > Cisco Script Application Click Next. Enter the fields below

Click on Add. Then click on Add a new trigger at the upper left corner then select Unified CM Telephony Trigger

Then Next

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Click on Add. Here is the final status for ICD application :

Check : From phone 2003, call 1910. You hear “Thank you for calling. All our representatives are assisting other callers at this time…” and this message is repeating every 30s. Because there is no agent, 2003 will stay in this CSQ until you hang up.

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9.2.4 UCCX Editor installation Objective : we want to modify the default script icd.aef to transfer the contact to operator (1102) between 9:00 AM and 5:00 PM. Other periods transfer to the call center (2001 or 2002) or stay in queue if no agent available and announcing the default message Note : You can bypass installation if you use Win10-1 or Win 10-2. UCCX editor is already on the desktop UCCX > Tools > Plug-ins

Installing under Windows 10 create a compatibility problem. The error message is “Installer User Interface Mode Not Supported”. In this case, right-click and save the file CiscoUnifiedCCXEditorInstall.exe in your hard disk. Right click on this file >properties > Compatiblity tab

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Note : For our workshop, It should be quicker to take the file from folder “Tools for student” > UCCX Files on your desktop rather than download it

Next, Next, Next and Done. It needs to restart your PC

After rebooting your PC, click on Windows button, you’ll find uccx editor.

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10.1.From Tools for student > UCCX, open icd.aef to read the script in the editor:

Enter uccxadmin / C1sc0123 on server 10.1.1.7

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Note : there are 4 panes    

Top-Left contains all programming objects (Called “Steps”) to build your script Top-Right contains your script with all steps with their own property Down-Left contains all script variables with their values Down-right is a message window, use for debugging or information

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9.2.5 Personalize icd.aef Now, we should modify the script as follow

Add Variables

Click on the button

above, then enter the fields below

Note : You have to configure this DN 1102 on phone 2, as a second line. Connect to CUCM to do it

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Add “Time of Day” step under Queued Branch Go in the Left pane > General > Time of day Drag and drop (click and move) this step, leaving it on “QueuedLoop:”

Then right-click > properties on “Time of Day” to see parameters

Delete the unnecessary branches (connection 2,3,4) and add time between 9:00 AM and 5:00PM for connection 1. Modify Time Zone according to your country then OK. Insert a Call Redirect step (folder Call Contact) under branch connection 1

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Here is your final script

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In Menu File > Save as, click on Script repository then click on folder Default. Save this script with the name icd-night-and-day.aef

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Go back to UCCX administration page: Go to: UCCX > Application > Application management Click on ICD and choose Script to be SCRIPT [icd-night-and-day.aef]. Be careful with CSQ name. Give the exact name.

Click on Update Note : if you click on operator, you can change the DN with the number you want without modifying your script You need to add in CUCM a second line 1102 on phone 2 (Jane White) before you could check. Check : Try to call 1910 from phone 2003. Try calling between 9:00AM and 5:00 PM. You’ve been transferred to 1102 if it’s well configured on the phone. After 5:00PM you should be transferred to call center hearing the call center default message and waiting an agent to be available.

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9.2.6 Supervisor and agent desktop installation

Note: You can bypass installation if you use Win10-1 or Win 10-2. CAD and CSD are available as shortcut on the desktop

Go to: UCCX > Tools > Plug-ins Important : Don’t download! We use files from “BE6000v11 - Tools for student > UCCX files”

Supervisor installation In a normal installation you will have the error message below. It means that you need firstly to run Client config tool. This program is important to download all plugs-in then upload them with the right IP server address (which is, in our case, 10.1.1.7)

Click on configuration tool

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Save it and run.

Some seconds after there is a 2nd window:

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Click on Next

Click on the supervisor now.

Save File

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So, as we said, we don’t download from UCCX server. Execute the file “BE6000v11 - Tools for student > UCCX > CiscoSupervisorDesktop.msi”. On Windows 10, click on More Info then Run Anyway

Next then install and finish After installation, you can notice that both supervisor and desktop agent are installed (on your Windows 10, you have to go in c:\Program Files (x86)\cisco\desktop\bin\agent.exe. Create a shortcut on your desktop to facilitate CAD’s execution)

You will have an error message if you want to login by launching Agent. We need to associate all phones agents with application user rmjtapi defined in UCCX post-installation (See chapter 9.1)

CUCM > User management > Application User > Find

Click on rmjtapi and go down the page to insert both phones 1 and 2 as controlled devices:

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Find MAC address of both phones, put them as Controlled Devices then Save Now, you can launch Agent. Click icon “Agent” on your desktop and login as jdoe / C1sc0123 / 2001

Per default, an agent begins in “not ready” status. So a call to 1910 will never reach John Doe because it is not ready. Check: Change status by clicking on green light. Then try to call 1910 from 2003. Status is changing to “reserved”. If after 12 seconds, you don’t pickup the phone, your status agent switch to “not ready”. Phone 2003 enters in a queue, waiting an agent to be available and hearing “Thank you for calling. All our representatives are assisting other callers at this time…” Copyright Cisco, Globalknowledge France, 2016

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John Doe can pick up the phone. Your status becomes “Connected” To define jdoe as a supervisor in UCCX administration Go to: UCCX > Tools > User Management > User View Click on John Doe then select Supervisor Capabilities

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Click on Update Go to : UCCX > Subsystems > RmCm > Teams

Click on Default

Click on Save

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Agent Desktop installation To avoid download, use the “BE6000 - Tools for student v11” folder on your desktop and execute :CiscoAgentDesktop.msi After installation, you can log as jwhite / C1sc0123 / 2002 Change your status from not ready (red light) to ready (green light) Now you have 2 agents ready and one supervisor Check : Try to call 1910 from Phone 2003 then hang up and do it again many times : Calls should alternate between Phone 2001 and 2002 because of CSQ’s algorithm : longest available Launch Supervisor from your PC, keep Agent open (Supervisor needs agents desktop to be running)

Log as jdoe / C1sc0123 Select Default team Note : To be able to supervise, don’t forget to launch agent before supervisor!

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Check : You can see agents status, modify agent status, chat with agents, control your phone by CTI…Test these nice features by yourself or ask your devoted trainer 

You can click on Ready customer calls 1910 

to wake up Jane when a

You can also chat, using this option:

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9.3 Reporting using Cisco Unified Intelligence Center (CUIC) 1) Select an uccxadmin as reporting user Go to: UCCX > Tools > User Management > Reporting Capability View

Select uccxadmin and move it to Historical Report Users. Click on Update

2) Using CUIC Launch a new tab with http://10.1.1.7 . Click on Cisco UCCX Reporting:

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Note : you can also enter this URL in your browser https://10.1.1.7:8444

 

Username : uccxadmin Password : C1sc0123

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Go to: Report > Stock > Unified CCX Historical> Inbound > Agent Detail Report

Leave Today as Date Range and place RG-BE6000 as “Selected” Click on Run

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9.4 Upload UCCX license (Not to do) Each time you log on UCCX, this message indicates that you run in demo mode

UCCX > System > License information > Add license(s)

Browse to find your file .lic then Upload.

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UCCX > System > License information > Display license(s)

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10. OTHER TOOLS 10.1 Real Time monitoring Tool ( RTMT) on CUCM Go to: CUCM > Cisco Unified Serviceability > Trace > Configuration

Click on Go then Go and terminate by Go

Nothing to do, Trace is already configured in “Detailed” mode as you can see Note: Since CUCM 9.0, traces are located in sdl, not in sdi as in previous versions

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Go to: Cisco Unified Serviceability > Trace > Troubleshooting Trace Settings

Activate Trace on Cisco Call Manager service

Click on Save

Download RTMT Note: To avoid a long time waiting download, you can use BE6000 – Tools for studentv11 > CUCM Files > CcmServRtmtPlugin.exe Return on http://10.1.1.1/ccmadmin

Go to: CUCM > Application > Plugins then Find

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Click on download

Save then install it. Click on RTMT icon in your desktop :

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Note: RTMT is a unique plug-in for CUCM and CUC products. You can use it for both products

Enter 10.1.1.1 then OK

User Name : cucmadmin Password:cucmpass1 Click OK then Accept.Click on OK

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Click on Trace&Log Central then on

near Real Time Trace. Double-Click on View Real Time

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Next

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Note : You have to choose SDL. In version 8.x, it was SDI trace. Click on Finish

You can also activate “enable auto scrolling” to always have the last events displaying. Check : Call 2001 from 2002. Pickup and hang up A best practice is to copy the entire content of this viewer into notepad using “CTRL-A” then “CTRLV”. Do a search by “CTRL-F” and insert dd=”2001”

We have an example here that we can trace a phone call completely Note : cn=calling number, dd=dialed digits, PSS is the CSS for Phone 2 : pss="PSTN-NATIONAL " Copyright Cisco, Globalknowledge France, 2016

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10.2 Real Time monitoring Tool (RTMT) on CUC Click on RTMT on your desktop

Host IP Address : 10.1.1.3 Accept certificate if asked and use credentials : cucmadmin / cucmpass1

Click on Ok We have a specific menu for CUC : Unity Connection. Go to: CUC RTMT > Unity Connection > Port Monitor

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Choose Node : 10.1.1.3 and Start Polling

We can notice that the 2 voice mail ports are idle.

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On Jdoe’s phone, dial 2000 (voice mail pilot number)

Look at the Caller, Called and Reason

On jdoe’s phone, press on More then CFwAll softkey. Dial 2000 Any calls for John Doe will be forwarded to voice mail. On mperry’s phone, dial 2001 to leave a message to John Doe

Look at the Caller, Called, Redir and Reason

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